Complaints

We want to know if there are any issues as your valuable feedback will allow us to develop and improve our services.

We operate a practice based complaints procedure as part of the National Health Service system for dealing with complaints.

CONCERNS AND ENQUIRIESWe hope that most issues can be dealt with quickly, often at the time they arise without the need to make a formal complaint.

HOW TO COMPLAINIf you feel that we have been unable to deal with your issue and you want to complain please ask the reception for a complaint form to complete and hand in.

Alternatively you can write a letter addressed to John Snaith, Practice Manager at the Surgery address.

WHO CAN COMPLAIN?Anyone who is receiving, or has received, NHS treatment or services can complain.

If you would prefer a family member, friend or advocate can complain on your behalf. We will need your signed permission to enable them to do this.

IS THERE A TIME LIMIT?It is important that you make your complaint as soon as possible after the event you wish to complain about has occurred.

The maximum time for a complaint is within 12 months of the event(s) concerned or within 12 months of becoming aware that you have something to complain about.

Primary care practitioners and complaints managers in NHS organisations have discretion to waive this time limit if there are good reasons why you could not complain earlier.

WHAT WE WILL DO?All complaints will be handled by John Snaith the Practice Manager.

Upon receipt of a written complaint we will acknowledge your complaint within 3 working days. We aim to complete the practice investigation and have a full response within 10 working days from the date your complaint.

As a result of the practice investigation we will:

Find out what has happened

Make sure you receive an apology if we are at fault

Make it possible for you to discuss the problem with those concerned, if you would like this

Identify what we can do to make sure that problem does not happen again

If you feel that your complaint is not being dealt with in a satisfactory manner you may contact the Parliamentary & Health Service Ombudsman on 0345 015 4033.

FURTHER HELP AND ADVICE

Patient Advice & Liaison Service (PALS)Officers from the Patient Advice and Liaison Service (PALS) are available in all hospitals. They offer confidential advice, support and information on health-related matters to patients, their families and their carers. Tel: 0800 032 0202

NHS Complaints AdvocacyIndependent advocacy services provide support for people making, or thinking of making, a complaint about their NHS care or treatment. Tel: 0300 330 5454

Designed and developed by the NHS NECSSystem & Product Development Team